We’re midway through 2026. Have you reviewed your staffing plan for the year? As you go through the year, be sure to review your plan and make any adjustments to the plan and your staffing needs to reflect the current reality. The original plan prepared last year might not be meeting the needs of your business. Continual “reality checks” can help keep your customers and your agents happy. You have a plan at the beginning of the year, but you need to roll with the changes that can affect your staffing, such as handle time variances, increased mailings that generate...
December 9 Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here to register: https://swpp.webex.com/weblink/register/r1ec61d8ea4c5ed1281f3ef62f2c1f754
